Customer Service Representative

About the role

The Customer Service Representative is a critical part of our mission to deliver timely, accurate, and professional customer service. This vital position is a part of our scan-based trading department and requires an action-oriented, flexible problem-solver who will assist both our internal and external customers. Associates communicate with customers primarily through phone, e-mail, and chat, along with utilizing a variety of systems to navigate customer accounts, research policies, and communicate effective solutions in a fast-paced environment. The ideal candidate is organized, detail-oriented, professional, and able to effectively manage multiple priorities while maintaining positive relationships with customers and internal teams.

Responsibilities

• Customer Service
  • Serve as a primary point of contact for assigned customers and respond to customer inquiries by phone, email, and other communication methods.
  • Provide timely and professional responses regarding products, pricing, availability, lead times, orders, shipments, and general account information.
  • Build and maintain positive working relationships with customers and internal departments.
  • Identify customer needs and work to provide appropriate solutions.
  • Handle customer complaints and concerns professionally, escalating issues when necessary.
  • Perform other duties as assigned by management.
• Order Management
  • Enter and process customer orders accurately in the company’s ERP system.
  • Review orders for accuracy, including quantities, pricing, product specifications, requested delivery dates, and shipping requirements.
  • Monitor open orders and follow up on potential delays or issues.
  • Provide customers with order acknowledgments, status updates, and estimated completion or shipment dates.
  • Coordinate order changes, cancellations, and special requests with appropriate internal departments.
  • Follow orders through completion and shipment to ensure customer expectations are met.
• Internal Coordination
  • Work closely with Sales, Planning, Purchasing, Production, and Logistics to support customer requirements.
  • Communicate customer priorities and special requirements to the appropriate departments.
  • Research product availability, production status, inventory levels, and expected completion dates.